What is NICE CXone Mpower?
NICE CXone Mpower (formerly inContact CXone) is a cloud contact-center platform combining omnichannel routing, IVR, workforce management, quality management, analytics and AI agents. It supports voice, chat, email, messaging and social channels. It serves mid-sized and large contact centres and integrates with CRMs such as Salesforce and ServiceNow.
Key facts
- Starting price
- Contact for quote
- Pricing model
- Quote-based
- Active users
- —
- Customers
- —
- Vendor employees
- —
- Launched
- —
- Deployment
- Cloud (SaaS)
- Platforms
- Web
Strengths & considerations
Strengths
- Unified omnichannel contact center in the cloud
- Built-in workforce management and analytics
- AI features for agents and self-service
Considerations
- Admin configuration can be complex
- Many features sold as add-ons
- Costly for smaller contact centers
- Pricing only on request
- No free plan or free trial
Editorial summary based on public information; not a user review.
Industries & use cases
Industries served
Banking & capital markets
Insurance
Healthcare
Retail & consumer
Government & public sector
Technology, media & telecom
Typical use cases
- Omnichannel routing across voice, chat and messaging
- Workforce forecasting and agent scheduling
- AI-driven quality scoring of customer interactions
Typical Deloitte services
- Contact center migration from on-premises ACD to cloud
- Customer service operating model and AI agent-assist design
- CRM and contact center integration
Editorial profile based on public information.
Features
✓AI features· Automation
✓Omnichannel· Communication
✓Chatbot· Communication
✓API access· Integrations
✓Multi-language· Platform
✓Custom reports· Reporting
✓Dashboards· Reporting
✓Single sign-on (SSO)· Security
✓Role-based access· Security
✓Audit log· Security
User reviews
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